Frequent Asked Questions
 [ FAQ - PAPER ]
Q1) Is your paper recycled ?
- Our paper is all "environmentally friendly". We offer ranges of recycled pre-and post-consumer waste papers, non-wood based papers and papers made from mixed local organic materials. Some of our paper ranges are made from the bark of the mulberry tree, which grows abundantly in the region. The best bark is obtained from the smallest branches (not from the trunk),which, once cut, grow back again very quickly. We do not cut down trees to obtain the bark.
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Q2) Is your paper acid-free ?
- Our handmade and milled papers(Machined paper)are specially formulated to be neutral ph level 7, which is commonly referred to as 'acid-free'.
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Q3) What's the difference between smooth and rough paper ?
- All Machined papers are smooth and flat with only a slight texture. Handmade papers can be made either smooth or rough. When handmade paper is formed on the mould it has random ridges running throughout the exposed side. These we describe as 'satisfyingly nobbly' and give the paper a heavy texture. To obtain smooth handmade paper these ridges are flattened out using a simple handheld tool. The result has more texture than machine pressed papers, but is much smoother than naturally formed rough paper.
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Q4) What's the difference between GSM and thickness ?
- GSM : grams per square metre - is the weight of a square metre of paper.
- Handmade paper and milled paper with the same gsm will have different thicknesses. This is because handmade paper is formed naturally and has more bulk and texture, whereas milled paper is pressed.
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Q5) Will colours and specifications change between orders ?
- We try carefully to match dye colours between each batch during production, but the nature of the dyes and the organic raw materials used means that some variation in colour does occur. Up to 10% variance is the accepted industry norm.
- For handmade papers particularly, every piece is unique and uniformity of any specification is not guaranteed. For example the dimensions of the paper are not precise and will vary slightly between each sheet. Added natural materials such as petals, leaves and grasses will not be a consistent size, shape or colour (which varies with the seasons) and will not be placed in identical positions on every sheet.
- For machine milled papers there will be a higher degree of consistency between each batch. Pantone codes are given for reference only and are not an exact colour match.
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Q6) How many types of paper that you have ?
- We have 2 types of paper.
- One is Handmade Paper.
- Another one is Milled Paper or Machined Paper.
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Q7) Would you please guide us through more details explanation of each paper type in your range ?
@ Handmade Paper:
Our handmade paper is made by traditional techniques using a bamboo mould/deckle. Handmade papers take the size of the mould and have deckled edges.
Due to the nature of the traditional mould and the uneven quality of deckled edges, the dimensions of each sheet of handmade paper will vary slightly typically up to 1cm.
The papers listed under 'handmade paper' on this website are all made from mulberry, which is known in Thailand as 'saa'.
The saa tree grows abundantly in the wild all over South East Asia. The same handmade mulberry papers are also referred to in Japan as 'kozo' although in fact kozo is a different variety of tree. The Japanese papermakers buy their raw materials from Thailand and neighbouring countries.
@ Machined Paper (Milled Paper) :
Our Machined papers are made on a classic Fourdrinier type paper milling machine combined with a "Yankee" cylinder for drying. We also use exactly the same raw materials(mulberry) for our milled papers as our handmade papers, but their appearance is more uniform and their consistency much denser, due to the drying and pressing process.
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Q8) What's about color and weight of paper ?
@ Colours:
We have done our best to give a true representation of the colours of our papers on our website. However due to the way that different computer monitors display colour you may not see the intended tone. Also that sometimes there will be a slight variation in colour between each batch of paper, particularly handmade,due to different weather conditions during mixing and drying time in the sun. If you have special applications for our paper that require very precise colour matching between orders. Please tell us in advance.
@ Weight:
We have provided the most popular weights of paper within our collection and these are always held in stock.
We will be pleased to quote for the same papers in other weights - handmade paper up to 160gsm and milled paper up to 260 GSM- which can be made-to-order to your specifications.
GSM - grams per square metre - is the weight of a square metre of paper. Handmade paper and milled paper with the same gsm will have different thicknesses. This is because handmade paper is formed naturally and has more bulk and texture, whereas milled paper is pressed.
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Q9) What kind of glue can I use for this paper in case I cannot print directly on it ?
- We recommend using Latex Glue the best. Since Latex Glue will not easily percolate through paper. We have tested printing them on Laser Printer and Inkjet printer, both printers could not feed the high relief texture handmade paper envelopes!!
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Q10) How are your papers packed ?
- With considerable care!
- For small quantity orders that do not fit economically inside a freight carton, the paper is packed into freight rolled.
- For larger orders they will be packed flat with cellophane wrapping into freight cartons. We have seven different carton sizes that hold from 50 to 3000 sheets, depending on the type of paper. Packing will be done in the most economic way (sometimes a mix of cartons and tubes) unless you specify that all paper should be packed flat.
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Q11) Do you sale paper in a roll ?
- No, we do supply our handmade and machined paper only in sheet.
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Q12) Is the paper translucide ?
- Yes, many people make decorative lamp using these handmade flower paper because its texture at dark look real nice and unique.
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Q13) What kind of pen can I use to write on my handmade papers/cards/enveloppes ?
-
You may use just normal ball pen (dry ink).
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[ FAQ - ORDERING ]
Q1) How do I order ?
You can place and order with 2 alternatives.
a) Directly in Web-site : Please use the "Add to order" links in the product category page.
b) By E-mail or Fax : Please give us item number and quantity of each. We will response within 24hours advising product costs, shipping alternatives and charges.
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Q2) What is the minimum order value ?
We do have the different minimum order and minimum quantity, each range is depended on the type of customer that you would like to be with us. Their details are :
Type of Customer |
Minimum Order |
Minimum Ouantity |
1. Wholesaler |
US$100 |
The minimum quantity that we require is differed for each item. However, it is too low if compare with other source. |
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Q3) Do the product in Web-site can be decorated in special or exclusive design ?
- Yes, We have our own factory,expert designers, and skill craftmanship. Therefore,customer's special and exclusive designs are welcome.
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Q4) What is the lenght of production capacity per one order ?
- We have extensive resources for production capacity,and many products we manufacture ourselves. For others, we contact from our network of suppliers which whom we have strong relationships,and can assure strict standards regarding quality and delivery time.
Factors that might be concerned our lead time.
- It's depend on type and quantity of goods which is placed to order(s) and production queue.
- We do not hold stock of most items. Most orders are therefore custom produced. Production time varies depending on the products ordered and the complexity of the order itself.
- The exactly lead time will be advised later on.
Average monthly capacity :
Product |
Monthly Capacity |
a) Handmade Paper |
200,000 |
b) Machined Paper |
500,000 |
c) Cards |
30,000 |
d) Lace |
100,000 |
e) Product from Mulberry |
15,000 |
f) Scented Candles |
50,000 |
==> Lead time is about 2-6 weeks
Note :
- Monthly capacity and lead time as above are only approximate, they can be varied once you place order, it is depended on timing (season) that you place order.
- For Handmade paper : the low capacity is during May to September, due to the rainy season in Thailand.
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Q5) What if we want to cancel our order ?
You always have the right to change your mind about an order, either to change the mix or quantity first selected, or to cancel the whole order. However, we do have our changing and cancellation order conditions that you have to accept as these :
- Changing order condition
Action |
Timeframe Condition |
1. Adding new items |
You can add new items or quantity all the time before your order are finished packing. |
2. Cancel some items |
You can cancel some items of your order within 72 hours (or 3 days) after received an order confirmation email from us. |
Note : Normally, after placing an order with us you will receive order confirmation email immediately.
- Cancellation whole order condition
Action |
Timeframe Condition |
1. Email us within 24 hours after received order confirmation email. |
Your order can be cancelled by free of charge. |
2. Email us after 24 hours but within 72 hours (or 3 days) after received order confirmation email. |
We will gladly cancel it, but will need to charge you a cancellation fee 10% of the product cost total. |
3. Email us after 72 hours (or 3 days) but before shipment has been done. |
We can stop the shipment and will gladly cancel your order, but will have to charge you a restocking cancellation fee 50% of the product cost total. |
4. Email us after shipment have been done. |
We can not accept cancellation if the order have been dispatched to you. |
Note : Normally, after placing an order with us you will receive order confirmation email immediately.
- Cancellation condition for make - to - order products
For make - to - order products, if you cancel your order before shipment have been done, there is a cancellation fee 50% of the product cost total.
Q6) What is the difference of Ex-factory price and F.O.B price ?
@ Ex-factory :
Buyer himself handles forwarding of order and pays the expenses of charges of packing, transportation, and documentation for the goods forwarding formality. We can conduct these processes for buyers such as recommending the customer the shipping agent company that carry out the forwarding processes mentioned above.
@ F.O.B Bangkok:
We have provided all above processes and responsible for all the expenses of charges for buyer.
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Q7) When will my order be sent ?
- Orders are despatched from our warehouse within 2-10 days after receipt of your Purchase Order (credit card payments), or 2-10 days after receipt of payment (other payment methods).
Note: lead time may depend on varieties of products in the same order, quantities and seasonal.
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Q8) Are your prices guaranteed ?
- Once your order has been confirmed by email or fax, the prices quoted for that order are fixed, even if there are changes in our Price List prior to despatch. We typically revise our Price List every 90 days. Prices may go down as well as up, depending on any changes that may have occurred in the cost of sourcing raw materials, production costs and shipping charges. We will also regularly update US$ prices if there have been significant fluctuations in exchange rates between the US$ and the Thai baht.
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Q9) How quickly can you process my order ?
- It's depend on quantity of goods.
- For small quantity Once we've received paymeny,it usually takes 1 working day to ship order unless some item which do not hold in our stock.
- For large quantity, you could see more details as above for lead time.
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Q10) How prompt is your service ?
- We try the best to be as promt as possible and most of our replies go out within 24 hours unless a reply requires extra information which is not readily avaliable.
- We mainly communicate through email. Please contact us if you do not receive any email response from us within 48 hours. We have encountered in many cases that the email could not get through or your server fails to response.
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Q11) What is your return and refund policy if we find a problem ?
- At SentPlus, customer satisfaction is our number one priority. So, if there is any fault that occur from our operation, we are willing to be responsible them by these conditions, please click to more info
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Q12) Which benefits that I can get when directly order from YOU ?
- A large and growing trained workforce of genuine crafts people at your disposal.
- Excellence in design and production.
- Direct dialog with us and sales to you
- No middlemen, agents and trading companies.
- Flexibility in making new products to your own designs, made-to-order work is most welcome.
- Quality packaging, offering complete flexibility to suit your needs and including shrink-wrapping in PVC or ECO
- Friendly plastic or printing as specified.
- Competitive prices.
- High production capacity for your best flexibility
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Q13) Can I pick up my order at your office in Bangkok?
- Yes, you can place order with us via our website before coming to pick up by yourself at our office at least 2 weeks so that we can have the timing to arrange the order for you. The pricing that we have to charge you this case will be :
- Product cost + GST (7%) without any shipping cost
Note:
1. Due to we are the export company, once we export our products to customers around the world, we can get the special support from our Revenue Department for the 0% Export tax.
But once you pick up your order at our site, it means that your order is not the export. Once order is not shipping out from our country, it means that we do our business in our local, so it is necessary to require GST 7% from you.
2. The meaning of GST is Goods and Services Tax.
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Q14) Can I request you to deliver the order to the address in Bangkok?
- Yes, you can place order with us via our website and specify us to deliver your order to the address in Bangkok by paying the delivery cost at US$15.00.
- In case that you would like to specify the exact date of your order delivery, please place your order before the delivery day at least 2 weeks.
- For this case, the payment that we will charge you are as following :
- Product cost + GST (7%) + Delivery Cost (US$15.00)
Note:
1. Due to we are the export company, once we export our products to customers around the world, we can get the special support from our Revenue Department for the 0% Export tax.
But once you specify us to deliver your order to the address in our country, it means that your order is not the export. Once order is not shipping out from our country, it means that we do our business in our local, so it is necessary to require GST 7% from you.
2. The meaning of GST is Goods and Services Tax.
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[ FAQ - SHIPPING ]
Q1) How many types of shipping which could be dilivered my ordering ?
There are 4 options of shipping method, each option is suitable for the different order size and ship weight. Their details are :
Type of Carrier |
Ship Weight Condition |
Approximate Delivery Timing |
1. Airmail |
0.1 - 2 kg. |
10 - 14 working days |
2. EMS (Express Mail Service) / Courier |
2.1 - 45 kg. |
3 - 5 working days |
3. Air Freight |
45.1 kg. up |
7 - 10 working days |
4. Sea Freight |
500 kg. up |
1 month |
Note : Delivery timing as above is only estimated, it may be varied from this depended on Customs clearance process in each country.
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Q2) How much approximate freight charge both of Air freight and Sea freight ?
Normally, for the large order that have the ship weight started from 45.1 kg., the shipping charge would be quoted you for consideration.
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Q3) How do I know which is the best way to ship my order ?
- We will suggest the best alternatives and you can decide which best suits your needs.
- After receive your order, we will e-mail you back within 2 working days with shipping costs and options to your destination.
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Q4) Can my order be shipped by sea freight ?
- Yes it can, as long as the volume of the total consignment is greater than one cubic metre (1cu.m). If you select this service instead of courier, please note that you will be responsible for arranging and paying for Customs clearance at your local port and delivery from port to your premises. A reputable clearing agent will be able to advise you about this procedure and the costs involved.
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Q5) How is the shipping cost calculated ?
- FedEx (our courrier) prices are based on the weight of the consignment,either the gross weight (actual weight) or the volume weight(dimensional) are used - whichever is higher.
- Sea freight charges are calculated by volume weight. (cubic meter)
Note :For Handmade Papers the volume weight is usually higher than gross weight.
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Q6) How long is delivery ?
- Consignments sent by FedEx will take about 3-5 working days to your door. We will notify you about the airway bill reference number on despatch so that you can use it to check shipping progress at any time, simply by clicking into http://www.fedex.com
- For orders with a volume greater than 1 cu.m we can ship by seafreight if you have specified this option, Sea freight take 3 - 4 weeks from our warehouse to your port, plus 3 - 8 days Customs clearance, plus road transport to your premises. We will notify you about the bill of lading reference number on dispatch so that you can use it to check shipping progress at any time.
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Q7) What are the documentation charges for the goods forwarding, what is the cost for this ?
- The cost of documentation charges are concerning the customs, i.e. Invoice, Packing List, Form A, B/L, etc…
- Normally, shipping charge that we quoted is covered all documentation charge as above detail that occurred in our area. Sometimes, when the goods are arrived at your area, there is some documentation charge from your customs that you have to respond by yourselves.
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Q8) How do you control the humidity problem at shipping by Sea ?
- We have the proper handling procedures are followed to ensure the package integrity of moisture during transportation by manufacturers our products in plastic bags with a desiccant material.
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Q9) What is a desiccant ?
- A dustless, noncorrosive and moisture absorbent material. Desiccant material is available in fractional or whole units where a unit is the quantity of desiccant required to absorb a minimum of 2.85 grams of water vapor at 20% relative humidity at a temperature of 25 c degree.
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Q10) Shipping charge is huge, what should I do to save this ?
- The expensive shipping charge will be significantly reduced at largervolume. FedEx delivery cost can be reduced to only
$6-$8 per Kg.(2.2lbs) when ship weighs is greater than 20Kg.(44 lbs).
- The most saving is shipping by sea freight where the shipment is 100Kg or more.
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Q11) If I have the account with other courier or forwarder company, can I ship with my courier / forwarder or not ?
- Yes, we can ship our products via your courier/forwarder company. You will do only provide us your account or your forwarder detail, we will contact them when your goods are already finished and ready to ship.
- To ship via your courier/forwarder company, all shipping charge will be freight collected. It's mean all expense would be corrected directly at your site.
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